Responsibilities:

Inbound panel member queries

Provide helpdesk support for all inbound queries received in various forms, including telephone, email, text and others, in a polite, professional, accurate and helpful manner. Panel Advisors are expected to review the nature of all queries before providing a clear and appropriate response, either choosing from a template library or scripting a bespoke written reply.

Provide basic troubleshooting advice to the panel member if technical support for their equipment is needed. If more complicated issues arise, the call should be passed to a senior member of staff for guidance.

Undertake training and adapt flexibly to using new platforms in the event of a new way of communicating with panellists being launched, to ensure best practice and continuous improvement within the department.

To be fully trained on and complete as requested all daily admin tasks required to maintain the panel.

To ensure panellist data is kept up to date and accurate via panel health checks, demographic information, social grading, household member details and holiday dates, among others, whilst complying with all data protection rules and guidelines.

To complete a written summary of all panel member interactions in the panel communications system log / CRM system (i.e. ISEC, GPM, Atria etc.) and ensure that disposition codes recorded via telephony systems are also completed accurately.

To fully understand the user journey from beginning to end and be able to accurately support the panel in completing all tasks required.

Be able to confidently and expertly guide panellists to remotely install all equipment necessary (i.e. TV meters, mobile apps, browser extensions and others) as well as troubleshoot any issues that may arise during this process.

Order replacement equipment for the panel member if troubleshooting existing kit identifies the need to replace.

Ensure that the panellist support helpdesk is never left uncovered during the shift by communicating closely with the team when scheduling breaks.

Knowledge and skills needed for success:

Experience with Helpdesk Team and Fieldwork

Computer literate - proficient with Microsoft office (Word, Excel, PPT, etc), Good management of digital platforms / HTML and open to learning new programs (GPM)

Good interpersonal Skills

Self motivated and can self-manage

Professional proficiency in English.

Excellent written and verbal communication skills to effectively communicate with diverse audiences.

Ability to build and maintain strong relationships with key onshore stakeholders.